Product safety issue
Hi sellers,
I was contacted by Amazon yesterday regarding a customer safety concern a customer raised about a product I sell. Amazon have contacted me asking for documents to prove the product is safe (Decleration of conformity) manufacturer details, importer details along with a questionnaire which asks questions about the product, if there has been any similar issues in the past and what corrective actions I will take to make sure it doesnt happen again.
I have provided as much information in detail as possible and still awaiting response but I have been doing some research and others in similar situations have had accounts suspended, listings closed or suspended at least while the investigation takes place. I however have had no red marks against my account health and the product in question is still listed and selling as normal.
I find it strange how there has been no action taken against my account or selling privileges for the product despite a safety concern being raised. Could this suggest they arnt taking the complaint too seriously? They have threatened to delete the Asin if information was not supplied within 5 days.
Any help or reassurance would be appricated 
Seller_77IcbQKVGdZo0
Out of interest what have you made to the description. If I brought a travel mug I wouldn’t think twice about pouring a hot drink into it and wouldn’t expect any problems.
Be very aware of the customer and whatever you do not admit any responsibility for the issue. Your insurer will take a dim view of this as it will make it harder for them to defend any claim that may be raised.
Thats good as you are required to have a DoC as the importer so you should be able to submit this to Amazon as part of the questions they are asking.
It may well be enough but you may be advisable as you say to recall the stock to put the safety warning slip in with the product.
28 replies
Seller_esvgLzKXw2YAl
As long as you have the documentation in order, then you shouldn’t have anything to worry about.
Though you won’t stop worrying until it is approved.
At this point, it’s just a wait and see.
Seller_qZO3ZCjoBXEeL
It will likely be because of the method the question was raised. Because this was driven by a customer enquiry it is outside of the normal ASIN/catalogue compliance process (I am assuming). The times you mention listing and/or account suspensions would be when ASINs are being automatically checked for compliance by the Amazon catalogue/safety teams due to the nature of the goods needing safety docs…
Seller_7VbclcPFFRTnc
Go cup is a registered trademark of a US company so presumably you bought from a recognised wholesaler rather than Chinese factory so hopefully at least it means all safety docs , labelling etc will be there done for you which makes life so much easier
Seller_pT7UfFjXLpBJO
I did draft up a basic DoC before the product was listed but I never had to use it. The product also isn’t CE marked so under EU rules at the time, it wasn’t even a required document for the type of product it was.
There has been a couple of instances before of this happening but iv made changes to the product description, images to warn customers how to prevent it.
Iv also set out a plan of action and sent that to Amazon with how I’m going to address the issue going forward.
Iv also spoke to the customer directly who reached out to me so I know the situation and I hope that amazon can see I’m trying to resolve it.
Can only hope that’s enough
Seller_pT7UfFjXLpBJO
This isn’t the same GoCup, it is not a registered trademark in the UK. The products were sources directly from China. They have safety testing documents etc but it’s all in Chinese.
Seller_7VbclcPFFRTnc
Oh
So are these copies ?
Are you the importer
Is your insurance company aware you import from China just in case this goes further ?
https://trademarks.ipo.gov.uk/ipo-tmcase/page/Results/1/UK00911664273
Presumably that’s the steam build up ? Have you inserted a warning in or on the packaging too ?
Seller_pT7UfFjXLpBJO
I have put that as part of my plan of action to make sure there’s clear instructions for use in and on the product packaging.
Seller_7VbclcPFFRTnc
Have you done that on these
You also need to relook at the branding before you get an IP violation
Seller_pT7UfFjXLpBJO
Depending on what Amazon reply with, the plan is to create a removal order and add instruction slips to each product box. Obvioulsy the complaint came in almost 2 months after the shipment was ordered so this is all I can do at this stage really.
I am already looking into this, thanks for your advice.
Seller_qZO3ZCjoBXEeL
Also product liability insurance. As the importer you are fully legally and solely liable for putting these onto the UK market if someone should get injured or ill.
Seller_7VbclcPFFRTnc
there was that recent thread whereby it was stated that many uk insurers won’t touch chinese imported stock
I’ve just renewed mine and it was specifically stated on there re imports of stock
Your liability cover
Do you directly source the products you sell or
the materials you use from countries other than:
the UK, the European Union or countries
forming the EFTA
Canada or USA
Australia or New Zealand
Japan or South Korea or Taiwan
Seller_uZmYgk2Q734Ed
Oof
I assume your products are not labelled “GoCup” as shown in the pictures? If so, this is a bigger concern as you are listing on GoCup branded ASIN.
The customer might have complained that the product delivered is not genuine GoCup travel mug and hence does not adhere to the expected safety standards. The message goes to the Amazon customer support, who then raised it as a product safety concerns instead of product authenticity issue.
If I were you, I will pull the products immediately if I can’t show to Amazon that these are genuine GoCup branded products, sourced only from wholesalers/manufacturer approved by GoCup, and have a letter of authorisation from GoCup allowing you to sell their travel mugs.
Seller_pT7UfFjXLpBJO
Thanks for the advice. The product in the images is sold by me and only me. From my research, I have found the UK product under the trademark “GOCUP” is an entirely different product that is not sold on Amazon, It also seems to be discontinued. Nevertheless, I will look into registering my own trademark for this product to avoid any potential Infringement claims as the logo, packaging, etc was all designed and sourced by me directly from the manufacturer.
Seller_pT7UfFjXLpBJO
Thanks for the advice that might be worth looking into come March. The point of this thread was in regards to the product safety issue, I’m happy with the responses in regards to this so need no further advice.
